It has always been our companies policy to do all we can to satisfy our customers. To this end, we have policies in place to deal with any and all issues that arise. For all items returned to us for any reason, an RGA number is required. Please contact us via Phone, or Email to acquire an RGA number. An RGA number is a Return Goods Authorization number.
All of our rollers, both spring and cord operated are fully warranted for 2 years from the date of purchase. If any one of your rollers fails to work properly we ask that you pay to ship it back to us. If indeed we find that the roller is defective, we will reimburse you for your shipping costs and ship your shade back to you. This guarantee DOES cover normal wear and tear on rollers.
All of our materials are fully guaranteed against defects for a period of 2 years from the date of purchase. Sewing thread is guaranteed for 5 years. If any of your shades have these defects, we ask that you pay to ship it back to us. If we find that the material or stitching is defective we will re-reimburse you for your shipping costs and ship your shade back to you. This guarantee DOES NOT cover normal wear and tear and fading.
Color is a primary concern in our products. We urge you to have us send you swatches of both material and trimming before you order. Because different monitors will show the same colors differently, we would like to send you swatches. Also, be aware that dye lots can vary. This means that multiple rolls of the same color of material can vary in color slightly, from roll to roll.
Every once in a while; a mistake is made. We make them once in a while and our customers make them once in a while. If we make the mistake, the freight is on us both ways. If you make the mistake, the freight is on you. If the shade is too large, then we can cut the shade down to size (contact us for prices). If you ordered the shade too small, then refer to the Zwick Guarantee.
The Zwick Guarantee is our way of making sure you end up with what you want. If you make a mistake in measuring, picked the wrong color, or chose the wrong material, then our Guarantee will cover you. The way our guarantee works is that we will give you a 50% credit on the purchase price of your shades, excluding shipping and handling, toward the purchase of new shades of your choice. Your shades must be returned to us within 10 days of receipt of your order and in original condition. You will be responsible for shipping charges both ways.
RETURNS / REFUNDS
Each shade that we make is custom made to your exact specifications. That means you are choosing the material, the color of the material, the size, the trimmings etc.. We are not selling toasters that we can simply put back on the shelf and resell. Therefore our custom made products are not subject to refunds.